billing issue
I have been emailing mailto:[email protected] for weeks and have received no response. I have been to the Telus website trying to find the form to submit so that a ticket can be created but the links go around in circles. The AI chat only gives me replies related to connection issues. Can I please just send an email to someone to explain the billing issue and have it resolved? Why do you make this so hard?? The claim to resolve issues within 7 days is completely false. Beyond frustrated!
Invalid Collection Claim from ARM/Telus
Hi TELUS_Support, I'm a former Telus customer - I terminated my home services contract in August 2025 and moved out of the country. At the time of termination, I settled my final bill via the direct debit Telus had on file, and I received no further communication from Telus after that indicating any outstanding balance (Telus still have my email on file, so I'm easy to reach if that had been required). On Wednesday (20th August) I received an email out of the blue from ARM Collection Agency claiming I owe approximately $146 CAD with no explanation of where these charges have come from. From looking at other forum posts, this seems to be a slightly disturbing pattern. Since I no longer have a Canadian phone number and I'm several time zones away, this forum is the ONLY way I have to reach someone (which in itself is ridiculous). Could someone from the team please review my account history and confirm my billing history and that this referral to collections was made in error? I'll send account details by private message as requested.
Before You Close Your TELUS Account, Read This
I've had ongoing issues with TELUS since last summer when I tried to cancel my TV services, and this latest situation feels like a continuation of the same problems. I understand that contracts have terms and conditions, and I accept responsibility for any fees that resulted from not cancelling on the exact date required. My concern is how difficult and confusing the process became. Once my account was closed, I no longer had access to my billing information. I was told that notifications had been sent by email, but some of those emails went to my junk folder. I had also moved before the account was officially closed, so I didn't receive any mailed notices. I spent more than two hours on the phone and was transferred five times. I received conflicting information from both TELUS and the collection agency. One TELUS representative told me that nothing could be done because the account had already been sent to collections. Another representative created a ticket and told me to wait 8–10 days for a review. The collection agency referred me back to TELUS, while TELUS said they couldn't access my closed account. Even after I paid the collection agency to protect my credit, I was told that TELUS couldn't reverse any charges, including equipment-related fees. My advice to anyone closing a TELUS account is to follow up carefully, check your email regularly (including your junk folder), confirm that all equipment has been returned, and make sure there are no outstanding balances. Has anyone else experienced something similar?
Contract renewal doubled in price
Our Internet contract expired and when I called to discuss renewal options, I was told that after all the discounts I was eligible for our new monthly rate would be $120+tax- double what we're paying now. We were left speechless. When I asked about the offer on the website for the same plan for $85 per month, I was told that existing customers are not eligible for those plans. Since when are existing customers being absolutely price gouged for their loyalty? We will definitely be changing providers but now I have to call back and wait on hold for hours just to cancel our services?? Year after year, dealing with telus is just getting more ridiculous.
Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
Account renewal
My 2 year contract for 1 gig internet was due to expire on the 18th of this month. After initially setting up a cancellation I saw an offer of $60 plus tax for 1 gig, called in and renewed. I was told my new bill would be $60 plus taxes. Because this was done before my initial deal expired all my billing dates remain the same. Today I received notice of my first bill, and it's $97. Today I spent another hour on the phone trying to get the problem solved to no avail. If I was a sceptical person, I would say that Telus does this on purpose knowing a lot of people don't want to waste hours on the phone trying to adjust for a few dollars. Brutal.Can't Download Bills on App
For a while I have been trying to download bills via the Telus app but keep receiving an error message. I thought this would be fixed following the app update of the other day but alas no. Is there a fix for this? I can download bills by logging on to the website but not the app anymore. Also, the AI engine on the app has stopped working too.
